According to the RFP, the county aims to hire a consultant for a CRM system that will enhance service delivery, optimize business workflows and improve resource allocation. Deliverables include a high-level needs analysis, stakeholder interviews and project presentations.
The consultant will also be required to:
- Assess current engagement workflows for residents and employees in IT and key public-facing departments
- Work with departments to define future engagement needs and workflows
- Create a list of required, desired and optional CRM features for an RFP
- Recommend technology enhancements (e.g., chatbots, AI) to improve resident interactions
- Present recommendations to county management and assist with CRM selection and contract negotiations
